From James P. of Birmingham,
Alabama - "For Christmas, I ordered a fireplace tool set from
FireLogs.com. The order was shipped promptly and arrived as advertised.
Due to a communications breakdown my son received two tool sets and I had to
return one. I requested a return of the set I purchased and Mr.
Galbreath provided instructions to handle the return. The return was
completed and the credit issued immediately for my purchase. My
experience with "FireLogs.com" was very satisfactory to me and due to their
customer service and business integrity I would recommend them highly to
Bob G. of Norwalk, Connecticut
"Re: Exceptional Service. Dear
John, Manufacturing and design defects happen, but it is how they are
dealt with that determines a customer’s satisfaction. I just wanted to drop
you this note to compliment you on your exceptional service with my gas log
set purchase. Through the multiple efforts we needed over the course of a
year to get my system working properly, you were amazing in your patience
and perseverance to solve the problems, even though the problems were
manufacturing issues. This was after the manufacturer did not even have the
courtesy to respond to my email inquiries after the first issue arose.
You are a tribute to how internet retailing should work! I am positive that
I would not have received nearly the service from either a brick and mortar
retailer or my local gas company under the same circumstances. I am truly
impressed and, being in sales myself, I know how important satisfied
customer’s are…yet how difficult it can be to keep them happy through
difficult situations, especially those outside of your direct control.
And no testimonial for you would be complete without reference to Nan’s
amazingly efficient and quick responsiveness to all the communication,
processing, and shipping details needed for the returns and replacements.
The internet is amazing, but can sometimes be impersonal. Not true at all
with both you and Nan in your email communications. And even more
importantly, the few times I needed to speak with Nan on the phone she could
not have been any more pleasant, courteous, and patient. My email is (available by request) and you are welcome to have any of your
present or future customers contact me to discuss all the reasons they
should use you for attractive pricing, great product selection, thorough
technical knowledge, and excellent service. Thanks again for everything, Bob G."
Terri R. of Manassas, Virginia
- "Got my accessory kit two days after ordering - you all are fast!
It looks better than I'd hoped; thanks for the recommendation."
Robert M. of Fairfax Station,
Virginia - "THIS MESSAGE IS FOR THE OWNER OF FIRELOGS.COM.
Just a short note to tell you how helpful and courteous your staff were to
me in getting my firelogs delivered in record time. He was really
helpful in his advice over the phone, etc. I read the instructions cover to
cover and followed them explicitly. I connected up the flex pipe with
Teflon tape wrapped on the pipe threads and had the unit working in no time!
This Peterson set, I believe, is one of the better looking log sets out
there on the market! So, just relay my THANKS! He is a true
asset to the FireLogs company! Sincerely, Bob M."
Pat D. - "Happy New Year. Just
wanted to write and thank you for fixing my smoking fireplace problem.
I have lived with this problem for 13 years. I purchased your smoke
guard and installed it last week. It took me about 30 minutes to
install, and for 2 days I had a fire and the house was not full of smoke.
Thanks Again. Pat D."
Gene D. of Peoria, Illinois
- "John, Received my log set in great shape (Peterson 18" Charred Oak).
Had it installed over the weekend by a professional installer. It
looks and works GREAT ! Thanks for your advise along the way - much
appreciated. Regards, Gene D."
Richard & Barbara K. of
Collinsville, Illinois - "Hi, I just wanted to let you know how
pleased we have been with the service we have received both in ordering our
fireplace log set and with the way the problem was handled about our front
burner defect. Your staff is very courteous and most helpful.
I was amazed and impressed when the UPS delivery man knocked at our door for
the pickup of the defective front burner. I was anticipating having to
go to our local post office and returning the item to you. Again thank
you so much for the great service. I will recommend your company to my
friends if they plan to order a set. Richard and Barbara K."
Louis H. of Wellington,
Florida - "Yesterday I received my order and on the previous day
I returned with your label the defective pilot light. I am very
pleased with the Peterson product the burner and logs are far superior to
the Rasmussen set they replace. The packaging and instructions for log
placement were beneficial in setting up. Thanks again for your
professional prompt attention to detail. Sincerely: Louis H.,
Wellington, Florida. This is the 6th LP fireplace we have in use in RI. SC.
& FL. & find this burner superior to any we have yet installed."
Gail B. of East Northport,
New York - "Thanks. Merry Christmas and Happy New Year to you and
yours. I am really enjoying my new fireplace logs. I hardly ever
used my den or my wood burning fireplace but now with the gas log set I am
in my den all the time (it has become my favorite room in the house) and
it's so easy to have a fire with just the click of the remote. I can
have a fire for 5 minutes if I feel like it, then shut it and go something
else. Couldn't do that with a wood fire, for sure. That's like a 5
hour commitment to baby sit it. Thanks again. Gail B."
Mindy S. of Potomac, Maryland
- "Yes - the log set arrived yesterday as promised. We have
installed and are very happy with the result. I am sending you at
least one new customer today. - Ms. Mindy S."
Mike R. of Orlando, Florida
- "Dear Nan Galbreath, I should like to let you know how pleased I am
doing business via the internet with your company. I should like to
take this time to acquaint your customers with my experience with your
company. I came upon your site while looking for a see through vent
free LP gas fireplace by Majestic. My local dealer did not have this
model in stock, in fact had very little in stock to show. She
indicated a 3-4 week shipping time. I therefore resorted to the
internet and found YOUR MOST THOROUGH SITE. I also like the PDF
installation instructions availability. We are remodeling our home and
the lovely 30 yr old Majestic vented wood burning Fireplace was not placed
where we wanted it in the new plans I almost cried as we tore it down .
I initially contacted you on Dec 8th Wed. confirming that you had all the
pieces I needed in stock. I called you back as promised Thursday Dec.
9 at 4PM EST. In our discussion, you as advertised, met the local price for
the firebox . You indicated the items would be shipped that day. This
morning Fri. Dec 10th at 10.30, I received your E-mail with the shipping
line and tracking number confirmation. At 11:45, I received a phone
call . The freight driver asking that someone be at home to receive
his shipment. At 12:37, we were receiving and unpacking the shipment
which came in perfect condition the driver was most courteous and helped us
unpack the shipment for review. Attached are the photos receiving the
shipment from Southeast Freight; TOTAL TIME FROM PLACING ORDER TO DELIVERING
THE FIREPLACE 20 HRS 37 MINUTES WOW - FANTASTIC . GREAT EXPERIENCE WITH YOUR
COMPANY. Thanks again."
Jayne - "Wow,
thank you so much. I will certainly recommend your business to anyone
who asks about our unit. I will be watching for the three items and
let you know when they arrive. Thanks again. Jayne"
Mike V. of New Haven,
Connecticut - "Just a quick note of thanks. The burner and other
parts arrived on Friday New Year's Eve in time for our plumber to install
the unit. We are very pleased with your product as well as your
concern for your customers. Again, thanks and Happy New Year!
Mark S. of Rockville,
Maryland - "Just wanted to say it was a pleasure doing business,
logs work great and installation was easy."
Dr. Carlos B. MD of Staunton,
Virginia - "Dear John and Nan, I received the replacement
receiver / transmitter today. Works like a charm. Thank you....
The replacement log has not arrived but will probably get here in the next
couple days. I greatly appreciate your help, the prompt e-mails, and
customer support. I will gladly refer you to my colleagues. I
will place the ? defective transmitter / receiver on the porch so UPS can
pick it up to send back to you. I guess they will pick it up in couple
days, if not I will notify you................Dr. B."
Brendan B. of Magnolia,
Delaware - "John, Thank you for your help in letting me make sure
I was getting a properly sized log set. I installed the G4 burner with
the SPK26 on the left side and ran a flexible tube across the back to my
pipe on the right side. Everything went well and we are very happy
with the way it all turned out. You folks were the most helpful people
we found. You went the extra yard and were easy to talk with and work
with. You are by far the most knowledgeable person I dealt with and I
was dealing with a lot of people on the internet, including the
manufacturer. Joy was more interested in making sure I was getting
something that would work than she was in making a sale. I appreciate
that too. She also knew the product line and had ready knowledge about
the various SPK kits. No one else I talked to, including the
manufacturer, had that information. When I did place the order she
recommended that I get a bag of the lava rocks to hide the tubing in the
back and on the sides and that was a good idea and everything looks nicer as
a result. Your website is the best one I was on. It was the most
informative. It was logical and easy to use. I would happily
recommend anyone who is looking for a log set to you. Thanks again."
Send mail to
Sales@FireLogs.com with comments
about this web site.
Copyright © 1997 www.FireLogs.com
January 10, 2016
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